Country Wireless

Have had service for almost a year now and I am very satisfied. No connection issues or speed problems. Up time is good enough that I'd have to call it 100%. I'm very happy with the service.

The speed is no where near the speed you are suppose to have. I am suppose to have 3 mbs down load and 1 upload and I am lucky if I get anything above .75 for down load speeds. When you call they automatically blame the router I have been through 3 routers in the last year and nothing changes. Every time they come out to program the router it cost $35. I also found it weird that when I was in the first 3 month of trying Country wireless I could have 3 game consoles on the Internet at one time now I can not even run netflix or sometimes simple Web browsing. The only reason I have stayed with this company so long is the unlimited data cap

Review: Internet connection was very sporadic and extremely slow for weeks while Country Wireless tried to fix the problem over the phone. On 6/5/14 they dropped off a power supply (ours was not working) with a note saying to call. The internet was still very slow so my wife called and they said they would call the following day to schedule an appointment when we could be there so they could fix the problem and have access to the house. We did not receive any call from them. So Monday, 6/9/14, I called them and they said they came out Friday and fixed it (without calling). They said they left something on our door, but that it “must have blown away”. Meanwhile, the internet still didn't work, so we still needed to make another appointment. They scheduled an appointment for a technician to come out at 5:00 PM, that same night, 6/9/14, saying that this one time they could do that, but usually don't schedule that late; no mention of any extra fees or after hours service charges. The technician was 55 minutes late and was there for 50 minutes. The following day, 6/10/14, I received an invoice for $50 after hours service fee plus $0.80 for connectors to repair a wire*. I called them and they told me that normally it is a $35 charge but because it was after hours it will be $50. I asked where that number comes from and why were we not made aware of it, and he told me “to read the terms and conditions online, and that he was already losing money on the deal” and “he had to pay overtime for 2 hours”. So, I did go online, and I read and printed off the following: "Any service calls will be subjected to a $36.93 (including tax) charge. Preventive maintenance and network or radio upgrades will not be subject to a service charge Country Wireless reserves the right to change or alter any of these conditions at anytime." I told them that I would pay the regular service fee. His response was no, if you wouldn’t have caused that damage we wouldn’t have had to come out there anyway and that they have the right to change those terms. I agree that they can change them, but they were not changed, I have a printed, dated (6/10/14) copy of them and there was nothing written or expressed about after hours service fees. The overall service, attitude and professionalism of this company the poorest I have ever experienced. For a mere $15 mysterious service charge, they will be losing my business and anybody in my circle at first chance. This is fraudulent and they cannot be trusted.

They have been ANYTHING but helpful and honest about this whole time. Each time we talked them, we got different answers, and different stories from technicians, accountants, schedulers, and owner. Please, potential customers, do yourself a favor and do not deal with these company if you can help it.

Bottomline: They conned us into making an appointment in which they would charge extra money for it being at a certain time. They did not express this charge to us beforehand, nor was it written in their terms and conditions. Again, fraudulent.

*On the 6/10 service call, they fixed a wire that I damaged doing some plumbing, that is why we accept a $36.93 service fee.Desired Settlement: I would like the after hours charge to be dropped. I would also like for potential customers to be aware of the way this company does business.

Business

Response:

The customer call late on Friday night saying the service was slow. They were called the same day asking for results from a network test. They were then scheduled for a service visit on 6/5 (first available service window. On 6/5 when the tech arrived at the residence they found no power to the equipment outside. The customer was called and a tech was rescheduled for 6/6. On 6/6 the slow issue was solved. on 6/9 we received a call stating no one had been there and the service was now not working at all. We sent another tech after normal business hours and he discovered after 50 min of trying to trouble shoot with the customer the had damaged the line (melted it). The tech then repaired the line and left. The tech was not late as the customer stated the customer could not be there till after 5. We told the customer we would arrive after 5 outside the normal working hours. The after hours charge is warranted and reasonable due to the call for service outside the normal business day. If the customer would not have damaged the line there would not have been any charge, or need to return there home, but due to negligence on there part and the need for a call after 5 pm there was a small additional charge to cover the employees wages.

I wanted to stay local, well that will not happen. The unprofessional staff at Country Wireless is rude, never returns call even after you leave a message and believes that rhetoric employees are never wrong. Technicians say they come to your house and leave a door tag but never do. I've taken time off from work for them and they do not seem to care.